Cherwell Service Management vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #26, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and Cherwell Service Management are key players in the IT service management domain. JIRA Service Management offers a competitive edge with seamless integration and ease of use, whereas Cherwell is ideal for feature-rich customization in complex IT environments.

Features: JIRA Service Management integrates smoothly with other Atlassian products, provides excellent agile project management features, and supports user-friendly dashboards. Cherwell, on the other hand, offers deep customization options, advanced workflow automation, and robust reporting tools tailored for complex configurations.

Room for Improvement: JIRA Service Management could enhance its scalability for very large enterprises, expand its out-of-the-box automation features, and improve its mobile app functionality. Cherwell might benefit from streamlining its user interface, improving performance speed, and simplifying complex configurations.

Ease of Deployment and Customer Service: JIRA Service Management allows for straightforward cloud-based deployment and extensive community support, making it easy for new users. Cherwell offers both on-premises and cloud deployment options, providing personalized customer support but often requiring a more hands-on setup process to cater to specific infrastructure needs.

Pricing and ROI: JIRA Service Management offers cost-effective pricing models, especially advantageous for small to medium-sized enterprises focused on agile practices, potentially leading to quicker ROI. Cherwell may involve higher initial costs but provides a scalable solution capable of delivering substantial long-term ROI due to its extensive features and customizability for complex IT operations.

To learn more, read our detailed Cherwell Service Management vs. JIRA Service Management Report (Updated: August 2026).

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

August 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Some of the key features of Automation Anywhere include the simplicity that enables developers to build bots very quickly in a standard delivery fashion."

"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."

"Automation Anywhere is an easy application to learn."

"We have leveraged automation to increase economies of scale and value-added work while reducing operating costs."

"We're finding time savings as a benefit. One example would be a customer service rep who might get a question about an order, and it's usually through email. It can take a good three to seven business days to answer a customer's question about their order. When we automate it, it takes hours, if not minutes."

"I love the Bot Store. I encourage a lot of my staff to use it, because it changes the game and the time that it takes to build automation. It has a lot of reusable things that you can use off the bat."

"You do not need to have IT skills. I come from a finance background, so I can attest to the fact that you do not need IT skills to use Automation Anywhere to leverage it on your teams."

"The ease of use of the application is very smooth for us, and coming from a finance and business background, I did not have any challenges using the application."

More Automation Anywhere pros

"We use the solution every day and quite extensively."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The most valuable features are problem management and change management."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

More Cherwell Service Management pros

"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."

"The solution has improved company functioning by providing more transparency, in my opinion."

"The customer portal allows users to register tickets themselves."

"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."

"The flow of the reports is good."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"JIRA Service Management is much better than the normal JIRA software that we had, as it is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."

More JIRA Service Management pros

Cons

"The vendor should increase the training and other engagements with users before they acquire the platform, as this will simplify its usage further and ensure that there no hindrances in using the platform."

"Automation Anywhere can be improved by working on the next step with GenAI process automation and the agents."

"Automation Anywhere will sometimes announce releases or updates in their roadmap, and we wait for them, but they do not happen on time or at all."

"We're in a digital world where everything's evolving. AI is coming out, so just looking at keeping moving, introducing new innovations into the product, nothing specific. The Automation Anywhere teams seem to know what the customers want."

"We have our limitations. We can run only VBScripts and one more thing. If we want to run Python scripts or batch files, we cannot do it. So, if they would add these extra things in there then that would be beneficial."

"The biggest challenge in attended automation, every time the agent has to log in to the control room and execute bot for most of the agents this is a time-consuming activity plus they are not tech-savvy."

"I feel A2019 is still not completely ready and the discontinuing of version 11 is a negative impact for all of the users and clients."

"There's potential for Automation Anywhere to integrate conversational types of tools and AI into their tool set, which would be really valuable."

More Automation Anywhere cons

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Agile delivery should be supported."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The solution could be more user-friendly."

"The stability, specifically in the on-premises deployment model, could be improved."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

More Cherwell Service Management cons

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."

"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."

"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."

"Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost."

"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."

"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."

"You can use different plug-ins for JIRA Service Desk to add some functionality, but these plug-ins are very expensive."

"There should be some AI integrations now as AI is in the picture."

More JIRA Service Management cons

Pricing and Cost Advice

"Overall, the pricing of Automation Anywhere is good."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."

"Annual licensing costs would be about $100,000."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

10%

Construction Company

11%

Manufacturing Company

Computer Software Company

Energy/Utilities Company

Financial Services Firm

14%

Manufacturing Company

Outsourcing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Cherwell Service Management

Compared 17% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 14% of the time

Freshservice vs Cherwell Service Management

Compared 8% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 6% of the time

Clarity SM vs Cherwell Service Management

Compared 4% of the time

More Cherwell Service Management Competitors

ServiceNow vs JIRA Service Management

Compared 12% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

More JIRA Service Management Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download Cherwell Service Management product report

Buyer's Guide

JIRA Service Management

July 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

August 2026

Free Report: Cherwell Service Management vs. JIRA Service Management

Find out what your peers are saying about Cherwell Service Management vs. JIRA Service Management and other solutions. Updated: August 2026.

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